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FAQ Virtual Offices

Business Mail Address

What will my address look like?

Your Business Mailing address will look like the below…

[YOUR NAME] (Optional)


36 Gloucester Avenue

Primrose Hill



You’ll notice that you need not put our Company Name or a ‘Unit’ or ‘Suite’ number as required by other Virtual Office providers.

Are there any set-up charges?

None whatsoever

What is the cancellation fee?

There are no cancellation fee’s. We offer flexible one month rolling contracts so you can cancel anytime at no cost. We are however unable to refund purchased Orders.

How long will my Virtual Office take to set-up?

Upon receiving your Order, we will endeavour to process your request within the same day.

Why do I have to submit proof of ID and address documents? Which documents do you accept?

Legislation requires us to have to keep a record of all companies using our Virtual Mailbox facility, to not only protect ourselves, but all Virtual Mailbox subscribers.

What is the postage deposit for?

You will need to pay a postage deposit if you would like us to forward your mail to a different mailing address. If however you expect to come into the Business Centre to collect your mail, you will not need to pay a deposit. The postage deposit covers the cost of the Royal Mail postage and packing charges for forwarding your mail.

How frequently can my mail be forwarded?

Your mail can be forwarded as frequently as you wish. We can also arrange to have your scanned and delivered by email to you every morning.

What are the charges for mail forwarding?

Should you require us to forward your mail, a flat fee of £4.00 will be charged per mail forward. We will deduct the postage and packing charged by Royal Mail from your postage deposit.

How many company names am I able to register as one business mailing address?

You can register up to 3 company names on our Silver Package and up to 5 company names on our Gold package. Only one company name can be registered on our most affordable basic package however you can purchase additional company name registrations for only £10.00 + VAT extra per month.

Do you offer discounts if I was to pre-pay for 6 months or even a year in advance?

Yes, please see our packages to learn more about how our discounts can save you money.

Telephone Answering

Can I bring my own number?

Yes you can. If your telephone number is on one of the same telephone exchange as we are on, then this is very simple and could be transferred in as little as 14 days from receiving your request. If however, your telephone line is not on the same exchange as one of our DDi range’s than it gets a little more complicated. There are two options you can choose from. The first option is to have your telephone line provider divert calls to your number to a newly assigned DDi range we will provide you with. The second option is to have your telephone provider place an automated message on incoming calls coming through advising callers of your new number.

Will the calls be answered in my company name?

Yes, we are able to identify which company each caller is telephoning for and  our Receptionists will answer all your calls in your company name in a professional, friendly and cheerful manner.

How will I know when somebody has called and how soon after?

We can either email or text message you whenever you receive any calls so you have an accurate record of every call, the time of the call, the caller’s details and nature of their enquiry direct to your inbox or mobile.

Can I take the number Ive been provided with after I leave?

Yes you can, we charge a small fee for the transfer of assigned DDi’s. Please consult your Business Centre Manager for more details.

Can the telephone be answered in my name if I am out?

Yes, our fully trained Centre staff provide professional telephone answering services from 8.30 am to 5.30 pm, Monday to Friday.

Are there any set up charges?

None at all.

Are there cancellation charges?

No. However you cannot be refunded for a service that has been provided in full or in part.

How long do the services take to set up?

Your account will be set up as soon as you’ve made payment and completed the account details. Your phone or fax services will start within 48 hours, and your mail forwarding service will be activated within 24 hours from when you have submitted valid proof of ID and proof of address documents.

We are required by law to hold proof of ID and proof of Address documents for anyone using our mail forwarding service.

We can accept the following documents:

  • Proof of ID
    • Passport.
    • Driving License (with photocard).
    • National Identity Card.
    • HM Forces Identity Card.
    • Employment Identification Card.
    • Disable drivers blue pass.
  • Proof of address (both name and address must be shown)
    • Gas or Electricity bill.
    • Telephone bill (excluding mobile phone bill).
    • Water bill.
    • Mortgage Statement.
    • Council tax bill.
    • Bank statement.
    • TV licence.

What is the postage deposit for?

Your postage deposit covers the Royal Mail postage costs of forwarding on your mail as well as a 10pence handling charge per letter. When your deposit is running low, we will let you know so you can top it up again.

What are the charges for the forwarding of mail?

On top of your monthly service fee, you will pay the standard Royal Mail postage costs plus a 10 pence handling per item. These costs will be deducted from your postage deposit.

How often is mail forwarded?

You can choose to have your mail forwarded on when it arrives, at the end of each week or at the end of the month. You can also choose to have your mail scanned and emailed to you instead or held for collection at our offices in central London.

How does the telephone answering service work?

We will provide you with a unique phone number that you can use on your stationary and give to clients. We will answer your calls in your company name and take a message from your caller. You will receive the message straight away by email or SMS. You will also be able to check your messages online.

I don’t want to change my number, but I need a telephone answering service. Can you help?

Of course we can help. We will still need to allocate a unique number to you. You will then have to instruct your existing phone service provider to divert your calls to the new number we have given you.

What is the difference between having calls diverted and having them patched through?

With a call divert service, clients who dial your unique phone number will have their call automatically redirected to another phone number of your choosing. With a patching service, we receive and answer the calls to your dedicated phone line, and then try to put the call through to you.